Sr. Manager, Quality, Performance & Enablement
Position Overview
The Sr. Manager, Quality, Performance & Enablement is responsible for owning and leading the Quality Enablement function across Pricing Solutions, including audit, performance enablement, training, and SOP governance. This role defines and drives the end-to-end quality and performance improvement strategy across multiple products, ensuring consistent execution, regulatory alignment, and measurable business outcomes. This leader oversees audit strategy and execution across network, claims, and product workflows, and is accountable for translating audit insights into scalable performance improvements. The role also owns the development and implementation of enterprise audit tooling, enabling automation, visibility, and consistency across the organization.
What You’ll Do
Own the Quality, Performance & Enablement function across Pricing Solutions, including audit, training, SOP governance, and performance improvement
Lead and develop a team of Performance Enablement Analysts, audit specialists, and technical writers
Establish organizational standards for quality, training, and execution across multiple products and workflows
Drive alignment and consistency across teams, ensuring scalable and repeatable practices
Audit Strategy, Execution & Tool Ownership
Define and lead audit strategy across Pricing Solutions, including network audits, claims audits, and system/process audits
Oversee execution of audits across multiple products, ensuring consistency, accuracy, and regulatory alignment
Own the design, build, and implementation of enterprise audit tooling to support scalable audit execution and reporting
Establish audit methodologies, scoring models, and quality standards across the organization
Ensure centralized visibility into audit performance through dashboards and reporting
Performance Enablement & Behavior Change
Own the closed-loop performance improvement model (Audit → Insight → Enablement → Measurement) across Pricing Solutions
Translate audit insights into structured uptraining programs, SOP improvements, and performance interventions
Ensure measurable improvement in quality, productivity, and accuracy across teams
Drive adoption of enablement programs across multiple teams and workflows
SOP, Policy & Governance Ownership
Define and govern SOP frameworks across Pricing Solutions, ensuring consistency, clarity, and alignment with business operations
Establish and manage the process for policy and procedure development, maintenance, and updates
Partner with Compliance Operations to ensure alignment with regulatory requirements and policy enforcement
Drive standardization of workflows and documentation across the organization
Cross-Functional Leadership & Alignment
Partner with Product Delivery, Operations, UAT, Process Excellence, and Compliance to align quality and performance standards
Influence cross-functional stakeholders to drive consistent execution and adoption of best practices
Serve as the central point of coordination for quality and performance initiatives across products
Support release readiness by ensuring training, SOPs, and quality standards are in place
Performance Measurement & Business Impact
Define and manage KPIs tied to quality, performance, and operational outcomes (error rates, SLA adherence, audit scores, etc.)
Track and report on improvements in performance, efficiency, and business outcomes
Partner with Finance and leadership to quantify impact, including cost savings, error reduction, and ROI
Drive accountability for sustained performance improvements across stakeholders
Continuous Improvement & Scaling
Identify opportunities to improve efficiency, scalability, and quality through process optimization and automation
Partner with Process Excellence and Technology teams to enhance workflows and systems
Drive modernization of audit, training, and performance enablement practices across the organization
Ensure the function scales effectively as the business grows across products and markets
Must Be Available To
Travel 10% - 20% as required to meet business needs
What You’ll Bring to Zelis
10–12+ years of experience in operations, quality, audit, or performance improvement leadership
Proven experience leading multi-team functions or complex cross-functional capabilities
Experience designing and implementing audit frameworks, performance programs, or enablement strategies
Experience building or implementing tools, systems, or automation solutions preferred
Strong analytical mindset with ability to translate data into business outcomes
Demonstrated ability to influence and lead across multiple teams and stakeholders
Strong leadership, communication, and organizational skills
Key Competencies
Strategic thinking with strong operational execution
Data-driven decision making
Influence and cross-functional leadership
Change management and organizational alignment
Continuous improvement mindset